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Associate I - Cloud Infrastructure Services @ UST Global Singapore

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 Associate I - Cloud Infrastructure Services

Job Description


Job Description :
Role Proficiency:
Follow the runbook/SOP to monitor track and co-ordinate to closure incidents/service requests
Outcomes:
Measures of Outcomes:
Outputs Expected:
Monitoring:
  1. Understand Priority and Severity based on ITIL practice understand agreed SLA with customer and adhere to SLAs
  2. Explain and communicate priority incidents to customer/stakeholders

Runbook Reference:
  1. Follow runbook for troubleshooting notify lead in case of runbook update
  2. Report a mismatch in existing runbook to runbook owner

Elevation/Routing of tickets:
  1. Understand OLA between delivery layers (L1 L2 L3 etc) adhere to OLA route the tickets to relevant queue initiate intimation respective teams/customer based on defiled process

Tickets Backlog:
  1. Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process

Collaboration:
  1. Collaborate with different towers of delivery for ticket resolution (within SLA) document learning's for self-reference
  2. Collaborate with other team members for timely resolution of tickets
  3. Actively participate in team/organization-wide initiatives

Process Adherence:
  1. Understand organization and customer defined process.
  2. Consult with mentor when in doubt. Adhere to defined processes.
  3. Adhere to ITIL best practices.

Training:
  1. On time completion of all mandatory training requirements of organization and customer

Performance Management:
  1. Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager

Skill Examples:
  1. Analytical ability to understand big picture of customer issues
  2. Strong interpersonal and communication skills
  3. Ability to co-relate failures
  4. Ability to interact with different teams and customers with good written verbal and email etiquette
  5. Troubleshooting skills
  6. Securitya. Security Monitoring - SIEM-Console (work according to the playbook)b. Monitoring and Log Investigation/Correlationc. Malware Analysis / Forensicsd. Rule Logic Creation based on use cases or Attack vectors
  7. Servera. Ability to understand basic OS and application conceptsb. Alert handling and monitoring skills
  8. Database:a. Creation of tables indexes tablespaces etcb. Data Management Skills Analysing Data looking for patterns. Know how to find records sort review and other functions in DB.c. Usage of GROUP BY aggregate functions check duplicate keys. etc
  9. Quality Analysis:a. Ability to adhere to processes and procedureb. Ability to audit processes procedures and technology

Knowledge Examples:
Additional Comments:
None

Employement Category:

Employement Type: Full time
Industry: IT
Functional Area: IT
Role Category: Software Engineer
Role/Responsibilies: Associate I - Cloud Infrastructure Services

Contact Details:

Company: UST Global Singapore
Location(s): Thiruvananthapuram / Trivandrum

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UST Global Singapore

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